Contact Center Manager

UT Health East Texas•Tyler, TX

3d•Onsite

About The Position

Join our team as a Contact Center Manager in Tyler, TX. Why Join Us? Thrive in a People-First Environment and Make Healthcare Better Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. Make Healthcare Better: We use advanced technology to support our team and enhance patient care. Get to Know Your Team: UT Health East Texas is comprised of 9 hospitals, more than 90 clinics, nearly 7,500 employees and over 1,000 licensed inpatient beds. We provide healthcare services through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service.

Requirements

Bachelor’s Degree in a related field
Additional years of experience may substitute for the required education on a year-for-year basis
Two (2) or more years of previous job-related experience in a healthcare environment
Two (2) or more years in a supervisory capacity

Nice To Haves

Bachelor’s Degree

Responsibilities

The Manager of the Contact Center is responsible for the functionality, performance, and financial management of the centralized scheduling department.
Manages staff and ensures optimum performance and quality service is provided to achieve patient/customer satisfaction through daily operations.
Drives and encourages a positive and supportive work environment, resulting in improved employee retention rates.
Coaches and develops Supervisors and leads to ensure world-class feedback to schedulers.
Directs performance improvement activities for all services provided by the department and provides strategic direction on scheduling activities to support our outpatient physician offices.
Evaluates data and builds action plans to meet and exceed goals of Service Level, AHT, Attendance, Quality Assurance, and Attrition. Builds strong and positive relationships with department staff and clinical stakeholders.
Adheres to policies, procedures, and regulations to ensure compliance and patient safety.